Refund policy
At Larino, we want you to love your sleep mask. That's why every order is backed by our 30-Night Risk-Free Trial. If you're not completely satisfied, we're here to make it right.
30-Night Risk-Free Trial
Sleep with your Larino mask for up to 30 nights from the date of delivery. If it's not the best mask you've ever worn, you may request a refund within this window. Simply reach out and we'll take care of you.
How to Start a Return
To initiate a return, please contact us at sotnadlan@gmail.com with your order number and the reason for your return. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note:
- Return requests must be made within 30 days of delivery.
- To be eligible, items should be returned in their original condition. For hygiene reasons, we ask that masks be gently used and free of damage, stains, makeup, or strong odors.
- The customer is responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
- We recommend using a trackable shipping method, as we cannot be responsible for items lost in return transit.
Refunds
Once we receive and inspect your returned item, we'll notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or credit card company may take additional time to post the refund.
The original shipping cost (where applicable) is non-refundable.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or if you received the wrong item, please contact us at sotnadlan@gmail.com within 7 days of delivery with your order number and a photo of the issue. We'll send a replacement or issue a full refund at no cost to you — no need to return the original.
Non-Returnable Situations
We reserve the right to decline a refund or return in cases including, but not limited to:
- Requests made after the 30-day window has closed.
- Items returned in unsanitary, heavily damaged, or non-original condition.
- Returns shipped back without a prior approved return request.
- Situations where we reasonably determine the policy is being abused (for example, repeated returns across multiple orders).
Exchanges
Want a different color? The fastest way is to request a return for your original item and place a new order for the color you'd like.
Order Cancellations
Orders can only be cancelled or modified within 12 hours of purchase, as we process orders quickly to get them to you fast. After this window, we may be unable to cancel or change your order. If it has already shipped, our standard return process applies.
Late or Missing Refunds
If you haven't received a refund you're expecting, first check your bank account again, then contact your credit card company and bank, as processing times vary. If you've done this and still haven't received your refund, please contact us at sotnadlan@gmail.com.
Contact Us
For any questions about returns or refunds, email us at sotnadlan@gmail.com. We respond within 24 hours, Monday through Friday.